Every subscriber who leaves has to be replaced before a subscription business can grow, which makes retention the quieter half of reader revenue and often the more profitable one. The first renewal is the real test of whether acquisition brought in the right people.
Retention starts with habit. The publishers that keep subscribers longest engage them well beyond the welcome emails, and renew on the strength of the brand rather than another discount. A surprising share of churn isn't a decision at all. Expired cards and failed payments quietly lose revenue that can often be recovered.
Some brands are losing subscribers and hard-fought revenue that could be saved with some attention and effort.
Tracy Larner Our subs retention strategy: William Reed
When someone does want to leave, how it is handled matters. Understand why before offering anything, and make the exit easy, because subscribers treated well on the way out are far more likely to come back.
Below you'll find some of our best feature articles on subscriber retention and churn, from engagement and renewal pricing to payment failure and cancellation, alongside our latest news and industry commentary.
Does your CEO know what your subscriber retention rate is? The chances are, probably not. But, according to Julian Thorne, author of our Guide to Retention Strategies for Publishers, this number should never be far from his or her (or your) mind.
A subscriber’s first 30 days are important to build habit but so is every day after, says Emma Robinson, head of customer experience.
You cannot improve a process until you have documented it, and you cannot achieve an objective until you have a process and system to support it, says Rosa Sherwood, head of CRM, engagement and loyalty.
It’s a well-known fact that engaged subscribers stay for longer, says Susanne Kinnaird, head of digital reader revenue.
It’s important not to lose subscribers and hard-fought revenue through involuntary churn, says Tracy Larner, subscriptions director.
It’s important to understand the reason for cancellation and to ensure the retention offer directly addresses the subscriber’s stated concern, says Mike Halstead, managing director of HH&S.
What determines pricing power is not only the category of need, says Andy Burden, founder of Substribe, it’s the stakes.
Making it super-hard to cancel a subscription does no one any favours.
On Tuesday, Carolyn Morgan presented one of our Top Tips Webinars, entitled ‘Navigating the Future of B2B Media: 10 Practical Strategies’. In this article, Carolyn answers some of the questions posed by attendees.
There was a strange sighting at the PPA Customer Direct conference in November – a newspaper man, in the shape of Robert Bridge, chief customer officer at Telegraph Media Group. He was there to give the keynote presentation on the Telegraph’s new cus
AOP and Deloitte reveal a 6.7% increase in publisher revenue from £77.6m in Q3 2016 to £82.8 in Q3 2017, coupled with a boost in industry confidence.
Future has appointed Will Hattam as Chief Marketing Officer.
The technology, media and telecommunications (TMT) practice at Deloitte, the business advisory firm, has this week its predictions for the UK media sector in 2018. The news comes following the launch of the seventeenth edition of TMT Predictions 2018
Gerard O’Brien has been promoted to Marketing and Operations Director of 93-year-old Motor Sport Magazine.
James Evelegh's editorial from today's edition of InPubWeekly.
PageSuite has announced the launch of three separate ‘FLIPP’ apps for each of Egmont’s Publishing divisions in Denmark, Norway and Sweden.
Jim Foster’s publishing world…
In April, a management buyout at Incisive Media ushered in a new era for the 23-year-old B2B company. CEO Jonathon Whiteley tells Meg Carter that focusing on fewer sectors, but in greater depth, is the future of B2B media.
One year off its thirtieth birthday, the UK edition of Hello! is holding up well at the newsstand and developing its digital offering too. As Rosie Nixon and Kevin Petley explain to Ciar Byrne, the secret of their success is remaining true to their b
MasterClass is based on a beautifully simple premise. If you want to improve, then you must learn from the best. But you’ve got to pay for it. Matt Kelly, for one, is happy to fork out £70 to learn the art of dramatic writing from David Mamet.
In London for the PPA Customer Direct conference, we grab five minutes with Jonas Rideout, global business development director at content monetisation specialists, Piano.
The annual PPA Customer Direct Conference and Awards took place on November 17 at the Jumeirah Carlton Tower Hotel.
News UK has announced that the Sun’s reward club, Sun Savers, has now passed the 300,000 members landmark.
